Question 1

While leading change, there is a need for creating urgency, which is driven by

Accepted Answer

Urgency is driven by compelling business reasons for change. Survival, competition, and winning in the marketplace are compelling; they provide a sense of direction and energy around change. Change becomes not a hobby, a luxury, or something nice to do, but a business necessity.

Question 2

Gallegos Productions is a production and media agency. The managers at the agency have recently decided that employees will have to work on all weekends, since the business makes maximum profits on weekends. To help with this change, they have given all employees a bonus of 10% and an option to pick their days of leave from weekdays. Which of the following methods of managing resistance to change is used by the company?

Accepted Answer

Negotiations and rewards is best used when someone or some group will clearly lose out in a change. When necessary and appropriate, management can offer concrete incentives for cooperation with the change. This is what is being done in Gallegos Productions.

Question 3

When an organization attempts to force the change and fails to address concerns or fails to provide necessary resources, knowledge, or leadership to help the change succeed, employees tend to resist the change due to ____.

Accepted Answer

Change-specific reasons for resistance include management tactics. Management may attempt to force the change and may fail to address concerns in order to develop employee commitment. Or it may fail to provide the necessary resources, knowledge, or leadership to help the change succeed.

Question 4

In return for participation and cooperation in instituting a major organizational change, employees of Gould Consultants received two extra days of paid vacation. Which of the following methods of managing resistance to change does this scenario exemplify?

Accepted Answer

When necessary, management can offer concrete incentives for cooperating with change. Rewards such as bonuses, wages and salaries, recognition, job assignments, and perks can be examined and perhaps restructured to reinforce the direction of the change.

Question 5

In the process of motivating change, moving refers to

Accepted Answer

The step of moving to institute the change begins with establishing a vision of where the company is heading. The vision can be realized through strategic, structural, cultural, and individual change.

Question 6

Identifying the specific forces that prevent people from changing and those that will drive people toward change is called ____.

Accepted Answer

One technique that helps to manage the change process, force-field analysis, involves identifying the specific forces that prevent people from changing and the specific forces that will drive people toward change. Managers operating under this concept investigate forces acting in opposite directions.

Question 7

In managing resistance to organizational changes, facilitation and support refers to

Accepted Answer

Management should make the change as easy as possible for employees and support their efforts. Facilitation involves providing the training and resources needed to carry out the change and perform under the new circumstances. Offering support involves listening patiently to problems and generally being on the employees' side and showing consideration during a difficult period.

Question 8

Harold was reluctant to follow a new customer service policy that his company adopted. Harold's boss, Elaine, told him that if he did not begin following the policy immediately that Harold would lose the chance to receive the bonus he hoped to get. Elaine used _____ to overcome Harold's resistance to change.

Accepted Answer

Some managers apply punishment or the threat of punishment to those who resist change, which is called coercion. With this approach, managers use force to make people comply with their wishes.

Question 9

Which of the following types of resistance to change is likely to result when employees do not see how the change fits with the firm's strategy or its advantage over current practices?

Accepted Answer

Change-specific reasons for resistance include misunderstanding. Even when management proposes a change that will benefit everyone, people may resist because they don't fully understand it. People may not see how the change fits with the firm's strategy, or they simply may not see the change's advantage over current practices.

Question 10

The Buckingham Insurance Company is having a hard time making a big change in the organization process. To help implement the change, the president of the company gets a key member of an outside organization to join the company's board of directors so that he will influence the change. Which of the following methods of managing resistance to change is used by the company?

Accepted Answer

Sometimes managers use more subtle, covert tactics to implement change. One form of manipulation is cooptation, which involves giving a resisting individual a desirable role in the change process. For example, management might invite a union leader to be a member of an executive committee or ask a key member of an outside organization to join the company's board of directors. As a person becomes involved in the change, he or she may become less resistant to the actions of the coopting group or organization.

Question 11

Salespeople at a department store were resisting a change in customer service standards. In response, the managers asked for advice from the sales leaders on each of the shifts. The sales leaders were also asked to assist the managers in disseminating information and training other workers regarding the new standards. Which of the following methods of managing resistance to change is exemplified in this scenario?

Accepted Answer

One form of manipulation is cooptation, which involves giving a resisting individual a desirable role in the change process. The leader of a resisting group often is coopted.

Question 12

Which of the following statements regarding multiple organizational changes is accurate?

Accepted Answer

There are no silver bullets or single-shot methods of changing organizations successfully. Usually many issues need simultaneous attention, and any single, small change will be absorbed by the prevailing culture and disappear.

Question 13

The managers at Joyce Advertising are proposing a change in the way performance evaluations are done. Most employees who dislike the change are unsure about how exactly the change will be made and do not have enough information about the new policy. Which of the following methods for managing resistance to change is most likely to be effective in this scenario?

Accepted Answer

Education and communication is commonly used in situations when there is a lack of information or inaccurate information and analysis. Management should educate people about upcoming changes before they occur. It should communicate not only the nature of the change but its logic.

Question 14

As the new project manager of a call center, Larry notes that the quality of customer service at the center is not satisfactory. In his estimation, the current service is not what it should or could be. By making this comparison, Larry has

Accepted Answer

A performance gap is the difference between actual performance and the performance that should or could exist. As an impetus for change, a performance gap can apply to the organization as a whole; it also can apply to departments, groups, and individuals.

Question 15

Which of the following steps of motivating people to change begins with establishing a vision of where the company is heading?

Accepted Answer

The step of moving to institute the change begins with establishing a vision of where the company is heading. The vision can be realized through strategic, structural, cultural, and individual change.

Question 16

Introducing and sustaining multiple policies, practices, and procedures across multiple units and levels is called ____.

Accepted Answer

Total organization change involves introducing and sustaining multiple policies, practices, and procedures across multiple units and levels. Such change affects the thinking and behavior of everyone in the organization, can enhance the organization's culture and success, and can be sustained over time.

Question 17

The three basic stages of motivating people to change within an organization are

Accepted Answer

Motivating people to change often requires three basic stages: unfreezing (breaking from the old ways of doing things), moving (instituting the change), and refreezing (reinforcing and supporting the new ways).

Question 18

The final step in managing resistance involves strengthening new behaviors that support a change and is referred to as ____.

Accepted Answer

Refreezing means strengthening the new behaviors that support the change. Refreezing involves implementing control systems that support the change, applying corrective action when necessary, and reinforcing behaviors and performance that support the agenda.

Question 19

Realizing that current practices are inappropriate and that new behavior must be enacted is a required stage for managing resistance called ____.

Accepted Answer

In the unfreezing stage, management realizes that its current practices are no longer appropriate and the company must break out of (unfreeze) its present mold by doing things differently. People must come to recognize that some of the past ways of thinking, feeling, and doing things are obsolete.

Question 20

When employees receive less or incorrect information about an organizational change or its implementation, they are likely to resist the change due to ____.

Accepted Answer

Change-specific reasons for resistance include different assessments. Employees receive different and usually less information than management receives. Even within top management ranks, some executives know more than others do. Such discrepancies cause people to develop different assessments of proposed changes. Some may be aware that the benefits outweigh the costs, while others may see only the costs and not the advantages.

Quiz 18: Creating and Leading Change